Complaints

This profile includes complaints for Hottexhaust.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hottexhaust.com

  5100 Rutherford Rd Box 12363 Woodbridge, ON L4H 2T3

• 

  Hottexhaust.com

  93 ARTISAN DR STE 6 SMYRNA, DE 19977

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/09/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********************************************************************************************catalytic-converter-direct-fit-california-legal-eo-d-*******/
  
  on their website they listed a catalytic converted that was supposed to work with my engine family for smog. I installed it went to get a smog certification. But failed on the visual inspection, because its the wrong part number for the engine family. Even though they listed it as it would work. I'd like a refund now, I've contacted them 5 separate times and with no return calls or email replies for an exchange.

  Business Response

  Date: 19/09/2024

  Hello

   I was only able to see your original purchase, i do not see any communication from you other than a request to have a coupon code retroactively applied. 

  A customer service rep will be in touch with you within the next 48 business hours

    

  Customer Answer

  Date: 19/09/2024

  I am rejecting this response because: you listed a part that was suppose to work with the engine family on your website, after purchasing and installing it myself it failed on visual inspection at the smog station, the Manufactures part number  and engine code does not pass. I've emailed twice once directly to Chris R. and 2nd to sales which would probably be the same person, filled out a contact form on your website and have called.  With no response.
  
  
  

• Initial Complaint

  Date:05/07/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 3 I ordered a catalytic converter from, what I thought, was *********, a manufacturer of catalytic converters. It turned out that this purchase was not from the manufacturer, but a third party broker. I paid $837.60. I completed the form with 100% accuracy detailing the make, model and other information of the vehicle for which this part was being purchased. Nevertheless, the wrong catalytic converter was shipped. When a full refund was requested, it was refused. It was at this time that I learned that the purchase had been made through a company called Hottexhaust, and which was not a direct affiliate of *********. Hottexhaust claims that ********* demanded a restocking fee and Hottexhaust deducted $209.40 from my refund to cover this fee. ********* has denied that it is demanding this fee.
  ** ** ** ****** **** **** *********** *** ********* *** ********* ** ***** ** ************* ******* ********** ** ** ** ****** **** *** ******* **** ***** ***** **** **** *** *** *** ****** **** *** ** ******** *** **** **** **** *** **** **** *** ****** ** **** * ********** ** *** ****** ******* **** ******* ******* ******** ** ********* *** **** **** ******* ******** **** ******* ** ** * ** ********* ******* ** ******* **** *** ** ******* ***** Should the BBB be unable to assist with resolving this matter, it will be necessary to employ the courts **** ******* **** ****** ******** ** ****** ******* ** ******* *** *********** ***** *** ******* *** *********** ********.

  Business Response

  Date: 16/08/2024

  Youre purchase details as well as the fitment details  as presented on our website  for the part purchased *** ********. You selected and ordered the part referenced and that part was shipped to you.

  Customer Answer

  Date: 16/08/2024

  I am rejecting this response because:

  This response completely misrepresents the process that a customer goes through when making a purchase of a catalytic converter from Hottexhaust.

  The average customer has NO IDEA what kind of catalytic converter is suitable for their vehicle.  They do not go into the online store with a particular part in mind, find it, and order it.

  Rather, the customer RESPONDS to a series of questions posed by Hottexhaust, and then is told which part is correct.

  * ****** ***** *** ***** ********** *** I can say with absolute certainty that I correctly gave all requested vehicle information: year, make, model, state the vehicle is being driven in, etc.

  I was then told which catalytic converter was appropriate for my vehicle.  I trusted this suggestion and made the purchase.

  Only after the part arrived did a mechanic inform me that it was the completely wrong part.

  Only after I contacted Hottexhaust did they inform me that they do not carry the kind of catalytic converter I need.

  AT NO TIME WAS THIS INFORMATION INDICATED.

  But the above is not the main reason for my complaint.  The biggest concern that has arisen from this experience is that Hottexhaust claimed it was ********* that was demanding a $200+ restocking fee and this was not true.

  The owner/manager made this claim several times, that if it was up to him, he would refund my money, but that ********* was demanding this fee.  I therefore contacted executive management at ********* directly to determine if this was true, and they said it was not.

  If Hottexhaust is repeatedly sending parts to customers that t*** *** ***** will not fit, and then pockets a $200+ as a restocking fee themselves (not *********) when these parts are returned, **** ** * ******* ****** ** ******** ******

  **** ** **** ** ** ******* ** *** ***** ** *********** * ** ********** **** **** ******* ** ************ *** *** ******** ********** ****** *** *********** *** *** ****************** ** ********* ************

• Initial Complaint

  Date:27/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 22 purchased an exhaust for my car and it showed I should expect within a week. But never received a tracking number so I called and was told that it was on back order and they had no idea when they would be able to send it which at that point I just wanted a refund and was put on hold and hung up on. Now they won't answer or return my call after over a week and me calling constantly.

  Business Response

  Date: 16/04/2024

  Hello

  I see you did speak to a rep by telephone on March 28 and , as requested, your order was consequently cancelled and refunded on March 29

• Initial Complaint

  Date:02/05/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb 22; 2023 placed order for catalytic converter for $980.00. Once part arrived the mechanic noticed it was the wrong part and would not fit with cutting and welding it. I notified Hottexhaust, They researched and discovered the wring case number was used in my order. So, three weeks later Hottexhaust shipped me a replacement catalytic converter. After mechanic examined that replacement converter he quickly realized it was not the right converter for my vehicle. Again, I notified Hottexhaust the again they shipped me the wrong converter and this time I'm requesting my refund because this has taken over a month to resolve. They replied that hey would send me a return label for the part and once received my refund would be returned. To date no refund and with each request I make for my refund Hottexhaust make requests for things like "did I take pictures of the parts that did not fit or, what exactly was the problem with converters not fitting?". These are questions that should have been asked months ago. If they wanted pictures why didn't they ask for them while my vehicle was still in shop? *********** ***** ** **** ** ******** *** ***** **** ** ****** ** ***** ******** **** **** **** ****** My car still in need of repairs.

• Initial Complaint

  Date:16/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I WOULD LIKE TO FILE A COMPLAINT AGAINST HOTTEXHAUST **** ********** **** *** ***** *********** ** *** *** FOR NOT HONOR THEIR
  PRODUCT/WARRANTY (catalytic Converter) 5YR/50,000 MILES. ON THE ONE I
  PURCHASE IN 11/8/2020 _INSTALLED 11/20/2020 MILEAGE OUT: 130,105 AND
  FOR A REPLACEMENT BY *****. RICHMOND, CA ON 02/23/2023 (*** ******** *** *** ********) INSTALLED 02/23/2023 MILEAGE OUT: 146,7941 CONTACT THE
  COMPANY 12/27/2022 (after having my vehicle 2007 **** *** ******* ******* ******* *** ****** **** ****** *** **** ******* ********* *** 12/23/2022 for
  Sluggish Performance no power While driving. Their diagnostic the Catalytic
  Converter Need to be Replace.) BY PHONE BETWEEN 9am AND 12noon. I SPOKE
  TO CHRIS R. INFORM HIM THAT THE PRODUCT I PURCHASE IS NOT
  WORKING. MR. R. REPLY SAYING I NEED THREE ITEMS FROM YOU BEFORE
  WE CAN HONOR OUR WARRANTY: *** ****** THE EVENING OF 12/27/2022
  **** RECEIVED e-mail OF WHAT MR. R. REQUESTED. 01/10/2023 ****
  RETURN FIVE (5) ITEMS BACK TO MR. R. *** ****** ON 01/16/2023 I E-
  MAIL MR. R. no reply: *** ******. ON 01/23/2023 **** WROTE TO
  HOTTEXHAUST certified mail No reply; *** ******; ON 01/27/2023 BETWEEN 9am
  and 12noon **** CALL HOTTEXHAUST and SPOKE TO MR. R., I ASKED
  HIM WHAT IS YOUR CONCLUSION OF THE DIAGNOSTIC AND PICTURES- HE
  STATED WE FEEL THAT YOUR NEGILGENCE CAUSE YOUR CARTALYIC CONVERTER
  TO GO OUT-THEREFORE WE ARE NOT GOING TO HONOR THE 5YRS/50,000
  MILES WARRANTY. **** ***** * ******** *** * **** ** **** *** ** * **** ** ********* ******** ******* ******* **** *********

• Initial Complaint

  Date:07/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner and I purchased a direct fit catalytic converter online from Hotexhaust in January 2023 order number 106419. Upon arrival the catalytic converter was welded to the assembly upside down and a clamp for connecting the two halves was also missing. Due to the converter being upside down the vehicle could not pass smog as the technician could not confirm the converter was appropriate for the vehicles' test group. We contacted Hottexhaust and their employee Chris R. instructed us to provide photos of all received parts and the incorrectly welded converter. Chris instructed us to have the converter rewelded at a muffler shop and confirmed it was approved that Hottexhaust would cover the cost of the repairs. The total cost to fix the catalytic converter was $300 and a picture of the invoice was sent to Chris. No refund or replacement clamp has been received from Hottexhaust. Another Employee, John, said i would get a $85 credit, but I haven't, and now I am ignored/hung up on when I ask about my order.

• Initial Complaint

  Date:07/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** ******* *** I purchased a direct fit catalytic converter online from Hotexhaust in January 2023 order number 106419. Upon arrival the catalytic converter was welded to the assembly upside down and a clamp for connecting the two halves was also missing. Due to the converter being upside down the vehicle could not pass smog as the technician could not confirm the converter was appropriate for the vehicles' test group. We contacted Hottexhaust and their employee Chris R. instructed us to provide photos of all received parts and the incorrectly welded converter. Chris instructed us to have the converter rewelded at a muffler shop and confirmed it was approved that Hottexhaust would cover the cost of the repairs. The total cost to fix the catalytic converter was $300 and a picture of the invoice was sent to Chris. No refund or replacement clamp has been received from Hottexhaust. Upon further telephone contact with Chris he stated he could only issue a refund of $85.

• Initial Complaint

  Date:26/09/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a catalytic converter on the web site. The web site indicated that the part was in stock and would likely ship in 48 hours. July 25 my credit card was charged for the part. One week later I checked my account and found the order awaiting fulfillment. Called and was told that the part was in short supply, not consistent with the web site, but that the part should ship that Thursday or Friday and be delivered in about 4 days. Again, that did not happen. In the meantime, my repair facility found a catalytic converter for my RV. On August 8 I called but no answer so left a voice message cancelling my order and requesting confirmation via e-mail or phone. No confirmation received the next day so I called talked to Chris who said he had no information that I had cancelled the order. I told him that I had left a voice message and was informed that they were often too busy to check voice mail but I should use e-mail. He said the order would be cancelled. In spite of this they shipped the order and it arrived August 16. I e-mailed Chris and we agreed that I would accept the order rather than refuse it, he would send me a shipping label to print and I would forward the part to the next customer in line. He sent the label and I forwarded the part on August 20. My credit card was to be credited when they received a tracking number. August 25 I received two e-mails, one cancelling my order and indicating that a credit would be made to my credit card. The second indicated that the credit amount would be $686.55, though the original charge was $915.40. I called talked with Chris, * **** in accounting and was routed to John who informed me that there was a 25% restocking fee. I told him that they had restocked nothing, that they had shipped the part after the order was canceled and gave him the date I left the voice message. He said he would investigate and get back within 2 days. Sent e-mail September 6 requesting full refund since it was their error still no contact.